National Member Enhancement Manager

PRIMARY FUNCTION:

The Member Enhancement Manager is responsible for managing a team of Member Enhancement Advocates dedicated to lending and member outreach, providing direction, motivation, and leadership to ensure optimal team performance. This position will produce individually on a half-time basis and serves as a subject-matter expert on all systems used for inbound loan servicing, online loan applications, and product knowledge. The role works closely with the National Member Relationship Manager to create and maintain an efficient referral process between both sides of the Shamrock Center. Demonstrates expertise in coaching, referring, and cross-selling, maintains advanced knowledge of credit scoring, and ensures all loan applications and transactions are input and processed according to corporate standards.

The position also recommends hires, transfers, terminations, salary adjustments, performance standards, and reviews, while maintaining and coordinating all online manuals (procedures, application input, operations, documentation) to ensure accuracy and current updates.

ESSENTIAL DUTIES & RESPONSIBILITIES:

This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of Notre Dame Federal Credit Union in a positive manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned. 

• Hire, coach, and motivate Member Enhancement Advocates to ensure consistent high performance in sales and service metrics.
• Ensure team members maintain expert product and service knowledge, with a focus on proactive cross-selling and referral practices.
• Work closely with team members to manage loan pipelines, including follow-ups, closings, exceptions, and withdrawals.
• Partner with the SVP of Retail to set and achieve sales and ancillary production goals aligned with changing business initiatives.
• Actively coach and refer all Credit Union products and services to members.
• Coach partners on operational and sales skills and assist branch teams in developing and executing action plans.
• Assign duties and review work for accuracy, neatness, and adherence to policies and procedures.
• Lead by example and resolve issues promptly, upholding Credit Union values, policies, and procedures.
• Correct errors and address member concerns as needed or escalate to leadership when appropriate.
• Serves as a second contact with the Retail Leadership Team to promote a cross-trained, highly engaged environment through strong communication, leadership, and coaching.

SUPERVISORY RESPONSIBILITIES:

Supervises Member Enhancement Advocates within the Shamrock Center

PERFORMANCE STANDARDS:

Maintains all personnel functions, reports, records, and compliance requirements accurately and promptly. Assists upper management in maintaining a fully operational day-to-day retail department.